Managing Service Quality: An International Journal: Volume 20 Issue 3

Services offshoring: Does perceived service quality affect country‐of‐service origin preference?

Shawn T. Thelen, Earl D. Honeycutt, Thomas P. Murphy

The purpose of this paper is to determine if consumers exhibit a country of service origin preference and to understand what service quality attributes consumers perceive to be…

Comprehension of relationship quality in the retail environment

Patrick Vesel, Vesna Zabkar

After almost a decade of relationship quality studies in the retail industry, high consensus exists regarding the dimensions that define the construct. Disregarding…

Drivers of customers' service experiences: a study in the restaurant industry

Ute Walter, Bo Edvardsson, Åsa Öström

The purpose of this paper is to identify, portray and analyse the frequent drivers of customer service experiences as described by customers in their own words – the voice of the…

Management commitment to service quality and organizational outcomes

Millissa F.Y. Cheung, W.M. To

This paper aims to explore the mediating role of effective employee involvement in the links between management commitment to service quality, employees' job satisfaction, and…

Examining the application of six sigma in the service exchange

Breffni M. Noone, Karthik Namasivayam, Heather Spitler Tomlinson

This paper aims to explore the role of six sigma in the assembly of service components, during the service exchange. Specifically, it seeks to examine whether applying six sigma…

Consumer perceptions of visible tattoos on service personnel

Dwane H. Dean

It is proposed that visible tattoos on service personnel may be used as a clue by consumers in predicting service process and outcome. This paper aims to explore this general…